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Asset: Choose what best covers the part of the ULMS affected by the issue
- Alma: Issues affecting Alma functionality, bib/item records & holdings and other back-end functionality
- Primo: Issues affecting search, retrieval of results, front-facing UI configuration and similar issues
- Alma Data Services: Issues with specific electronic collections, portfolios, and other components of the knowledge base
- Primo Central: Issues affecting article search results
- bX: Issues with bX recommender results
Priority: Use Ex Libris definitions to determine priority level
- System/component down: Service or module isn’t working (also see https://knowledge.exlibrisgroup.com/Cross_Product/Support/020_24X7_Support/24X7_Hub_System_Down_Support_FAQ for more on reporting critical outages to Ex Libris Support.)
- High: Performance-related issue, typically functionality not working at all
- Normal: Non-performance related incidents
- Low: low-priority issues or questions with no specific timeline
(Only relevant for Alma Data Services) Database Collection : Report what e-resource isn’t working here
Title: Use a brief but descriptive title here – this makes it easier to find among the crowd and makes it easier for locating like issues throughout the CSU
Description:
- Describe what’s happening, including what was expected and what happened instead. (Examples provided by Lauren Magnuson)
- THIS:
- In Alma under purchase order lines > Search for a PO Line, if I perform a search (for example, POL) and then click the Tools > Excel button, nothing happens. No waiting icon appears in the center of the screen and the Excel file does not download.
- NOT THIS:
- “Excel downloading is not working in Alma”. Why not? It may be the case that Excel downloading is working elsewhere in the system, so you need to be very specific about how and where you encountered the problem.
- Example of describing what was expected: I would expect an Excel file containing all of the PO Lines to download to my computer, but no file is downloaded.
- THIS:
- Describe scope and impact of the issue
- Describe frequency- does this happen every time, randomly, or just once or twice?
- Have you made any changes to the system that might be related?
- Describe steps taken to troubleshoot the issue:
- Example: I’ve already tried logging in and out of Alma, trying multiple browsers (FireFox and Chrome), restarting my computer, and using another computer with a different user account, and the problem is not resolved. To check permissions, I checked with colleagues to see if they were experiencing the same issue. They verified it is not permissions.
- Provide a test patron or test proxy user that ExL can use to troubleshoot and replicate the issue
- Also provide info to help reproduce the issue: Examples: provide MMS IDs of record examples, item barcode, PO line number, screenshots, transaction numbers, job IDs, permalinks in Primo, etc. For particularly complex examples, you may want to record a quick Jing screencast to provide evidence of the problem you are seeing.
- Include screenshots or files that illustrate the issue
- Describe what’s happening, including what was expected and what happened instead. (Examples provided by Lauren Magnuson)
Additional Information: Tied to your Asset choice
- Category: General system functionality related to the issue – Please choose appropriate options here as searching on category in SalesForce acts as a great filter.
- Subject: sub-category
Additional e-mails:
- Add anyone at your campus who will need to track progress of the issue
- Include CO staff to help them track the issue:
- Brandon for Alma issues
- David for Primo issues
- Jessica for ERM issues
- Mallory for CSU+ issues
- Brandon for anything high priority or in need of careful watching
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